Customer care

We are committed to providing a professional, efficient and high quality service which meets the wide range of individual and organisational needs of housing practitioners at every stage of their career.

Our promise to you

To achieve the best possible service we will:

Ensure that the data we hold about you on our database or in any other format is accurate, up-to-date and secure

Train our staff to be polite, friendly and courteous to you at all times

Aim to pick up telephone calls within 5 rings. If the person that you are trying to contact is not available we will take a message and, where appropriate, ensure that they call you back within the same working day or that another member of staff deals with your call

Send an acknowledgement or response to all written correspondence, and any requests for information within 5 working days of receipt

Send an acknowledgement or response to your email within 2 working days

Ensure all orders, registrations and applications are processed or acknowledged within 10 working days of receipt, subject to having all the relevant information (Any applications received as part of any programme we are running on behalf of another agency will be dealt with in line with the standards set out by that agency)

If you are dissatisfied with any aspect of the service you receive from us, we welcome your feedback and will respond to you within 10 working days of receipt of your complaint.